Manager Customer Service
Resume:
Wake Forest NC *****
********@*****.***
William Hicks
Professional Summary
A versatile and skilled Operations Manager with excellent hands-on experience in developing and improving warehouse operations. An assertive manager with outstanding interpersonal, communications, analytical troubleshooting skills, and people management skills. Strong negotiation skills.
Experience
2005–present FilterFresh Raleigh NC
Technical Service Associate
Perform calibration, programming and repair of coffee, espresso and other related equipment.
Serve as liaison between customer and Corporate on all support and service issues related to the assigned site.
Coordinate prompt response to technical issues received for the customer.
Provide efficient preventative maintenance, diagnostic repair of single cup and other brewing technology systems.
Installing new machines in accordance with a fast paced rollout schedule.
Basic in store training of owner/operators.
Assisting in the delivery of coffee service products of our existing customers and scheduled by the branch General Manager.
2001-2005 CoffeePause MA, NC
General Manager
Proven ability of take a start up operation and make it profitable.
Obtained 200 new customers and had 97% retention of these customers without jeopardizing profitability.
Meeting with customers to increase sales and receive feedback of our services.
Redesigned route system to become more efficient and profitable.
Train sales and route personnel to achieve maximum profitability.
Responsible for and achieving budgeted goals, including profitability and total net revenue.
Monitor, evaluate, and manage inventory utilization and inventory control procedures/processes to achieve maximum profitability.
Responsible for the recruiting, interviewing, selecting, training/ development, evaluating, disciplining, and terminating associates.
Ability to install, do repairs, and troubleshoot all types of commercial coffee brewers.
Maintain safe and positive work environment in compliance with OSHA, company standards, local, state, and federal requirements.
Proven leadership skills during the acquisition of CoffeePause to Filterfresh. FilterFresh retained me for my expertise and customer service skills to be a calming force for retaining customer base during transition.
1985–2000 Scholastic Book Fairs FL, MD, MA
Branch Manager (FL,MD) / Operations Manager (MA)
Supervise and coordinate activities of warehouse team members engaged in loading and unloading of cabinets for scheduled Book Fairs.
Establish operational procedures of incoming and outgoing Book Fairs for keeping inventory current.
Develop and implicate the most cost/time effective routes for drivers for delivery and pick up of Book Fairs.
Build and maintain relationships with internal sales force to ensure proper inventory levels are maintained at all times.
Manage team members’ tasks and responsibilities in accordance with established company standards and procedures.
Compile the warehouse portion of the weekly inventory summary for General Manager.
Responsible for growth of territory and profit.
Maintained and exceeded budgeted sales goals.
Maintain safe and positive work environment in compliance with OSHA, company standards, local, state, and federal requirements.
Recognize potential problems and respond accordingly.
Inspect warehouse equipment to ensure it is functioning properly and in good condition.
Participate in professional development of team member by reinforcing core skills, training to reach identified goals, coaching and counseling.
Conduct feedback sessions, complete performance appraisals on team members and make recommendation for pay increases
Perform disciplinary action of warehouse team members as needed.
Recruit and interview new team members
Prepare bi-weekly payroll
Skills/Certifications
Class B CDL
Fork Lift operation certified
AS 400 inventory tracking
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